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FAQsinfo@solelyoriginal.com

What do I do when the 3D website designer cannot create the shoes I want? 

If you have a design in mind that you are not able to create on our website, we will try our very best to make your dream shoe come true. Please email us at help@solelyoriginal.com with some photos of the accessories, heels, fabrics, etc. you like and we will consult our craftsmen to see what we can do for you. 

How could I control my budget?

You have complete control over your budget and as you design the shoes on our design page the price updates depending on the materials and any add-ons you select. The total price will be quoted before you submit your order and you can always make changes then if you have gone over budget.

What is the Individual Fitting Service?

If you have wide, narrow, large, small or different sized feet and you are looking for the best comfort we provide the option of getting your feet measured for our individual fitting service. We do this by posting a pair of casting socks to you (see below). Alternatively, look out for our 3D foot scanner pop-up store.

How does the Individual Fitting Service work?

Once your order is confirmed online we will send you our fitting set which includes a pair of fitting socks made from a special resin-coated elastic material. Follow the instructions and they will mould to your feet with the resulting cast capturing every detail. The whole process is incredibly straightforward and simple – and it only takes 8 minutes! Then simply post the foot casts back to us (postage included). When we receive them, we then make a pair of lasts (a shoe mould) especially to make your shoes. 

Remember, you only have to do this once to become one of our unique bespoke customers as we will keep the mould for your future orders. You should allow 6 weeks from ordering for bespoke orders.

What happens if the shoes do not fit?

In the unfortunate situation that your shoes do not fit we will make adjustments to create a better fit for you. If you have a problem please send an email to help@solelyoriginal.com immediately so we can help. 

We make every effort to make you happy so we will do all we can to resolve any issue and you have 14 days from receipt of the shoes to send them back to us, provided they are in an unworn condition (we cannot accept goods outside of this time frame, other than for “Faulty Shoes” - see our Return Policy). We can either adjust your shoes or remake them at no extra charge. 

Where are your shoes made? 

It is our utmost priority to deliver you not only comfortable, but also affordable custom-made shoes. In order to achieve this, we are working with our skilled craftsmen in Southern China who hold great expertise in all areas of the production process – from sourcing the materials to crafting the perfect handmade shoe. We can assure you that the quality of our shoes will speak for itself. 

What are the shipping costs and the delivery times?

The average delivery time is 4-6 weeks. We provide free deliveries to the following countries: UK, Australia, US, Hong Kong, Japan, China and Canada. Please check the costs on our Shipping Calculator if you require delivery to another country. 

How can I check the status of my order? 

Simply sign into your account and we will show you how far we are into making your custom-made shoes. 

What forms of payment do you accept?  

We accept Visa, MasterCard and American Express credit and debit cards. 


When will my card be charged?

Your card will be charged as soon as we receive your order.